Senior IT Operations Manager
Seattle OfficeFull-TimeManagerOperations
Global IT Strategy & Team Leadership
- Envision and execute IT strategy to support Aircall’s next level of growth, ensuring IT operations scale effectively with the company.
- Manage, mentor, and scale IT staff across New York, Paris, San Francisco, and Seattle, fostering a culture of technical excellence and customer obsession.
- Provide technical leadership and guidance to the team, serving as an escalation point for complex technical issues while ensuring the team stays up-to-date with industry trends.
Service Delivery & Support Operations
- Oversee and optimize the global support ticket process, implementing data-driven strategies to reduce recurring issues and improve overall IT support efficiency.
- Maintain a hands-on attitude by jumping in to answer and resolve tickets when necessary, ensuring high-quality support for internal stakeholders.
- Analyze ticket trends to identify systemic issues and drive continuous improvement in service delivery.
Scalable Onboarding & Identity Management
- Design and manage scalable onboarding and offboarding workflows, ensuring smooth transitions and immediate access to resources for new hires as the company grows.
- Oversee identity and access management across Google Workspace, Okta, and other relevant tools, ensuring security and operational efficiency.
Hardware Lifecycle & Asset Management
- Partner with Finance and Procurement to forecast hardware needs and manage the IT budget effectively.
- Procure, configure, and distribute hardware (laptops, desktops, peripherals) to a global workforce, managing logistics for remote employees and external service providers.
- Maintain a precise global inventory of IT assets, ensuring proper tracking, documentation, and lifecycle management.
Strategic Vendor Management & Procurement
- Establish relationships with Procurement to negotiate contracts and ensure cost-effective acquisition of goods and services.
- Collaborate with external vendors to procure IT solutions that meet the company’s evolving needs and manage vendor relationships to ensure timely delivery and performance.
IT Governance, Security & Process Improvement
- Collaborate with Infrastructure Security teams to establish and enforce best-in-class IT security policies and compliance standards.
- Identify opportunities for process improvements within IT operations, implementing solutions that increase automation and reduce manual workload.
- Develop and maintain comprehensive documentation for IT processes and procedures to ensure consistency across all office locations.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience managing and scaling IT operations AND teams.
- Strong technical expertise and prior experience in IT security.
- Strong technical expertise with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom.
- Proven experience in optimizing IT processes and managing IT support teams.
- Excellent problem-solving skills and the ability to think critically and analytically.
- Strong interpersonal and communication skills, with the ability to work effectively with diverse teams and stakeholders.
- Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.
- Proactive attitude with a passion for delivering high-quality results and driving continuous improvement.
